Cancellation Policy

Order Cancellation

The customers have the right to cancel their order or withdraw from the sales transaction prior to receiving the purchased products. In such a case, the customer must submit a cancellation request either by email to info@foodoxys.gr or by calling +30 2410 612769. Our store will accept the cancellation and issue a full refund to the customer’s credit card or bank account used for the original purchase, provided that the purchased product(s) have not yet been handed over to the courier company for delivery. If the product(s) have already been dispatched, the cancellation will be processed as a return, according to the relevant terms outlined below.

Defective or Damaged Products

If the delivered product is found to be defective due to our fault, the customer is entitled to return the defective product immediately, along with all accompanying documentation and in its full original packaging. The customer must notify us by sending an email to info@foodoxys.gr, requesting a replacement with the same or another product of their choice, and attach a photo clearly showing the defect or damage. This notification must be made within 48 hours of receipt of the product in order to proceed with the replacement.

The return will be carried out via courier, and FoodOxys will cover both the shipping costs for the return of the defective product and the shipping costs for the replacement. Upon receipt of the returned product, the company will inspect the defect and contact the customer to inform them of the results.

If the defect is confirmed, a replacement will be issued immediately. In the event of cancellation of the transaction, a refund for the original purchase will be issued interest-free via the original payment method, unless otherwise agreed.

Returns – Right of Withdrawal

The customer has the right to withdraw from the purchase agreement within 14 calendar days from the date of product delivery. This withdrawal can be made without justification and without penalty. If the item has already been delivered, the customer must return it in the exact condition in which it was received, including the official sales receipt issued by our online store, any accompanying documents, and the original packaging in excellent condition. Returns will only be accepted if the customer covers the return shipping costs. The withdrawal statement must be submitted in writing or via email to info@foodoxys.gr.

Once the withdrawal has been declared and the products returned, the company is obliged to refund the purchase amount within 15 calendar days from the date of return. The refund will be processed interest-free, using the same payment method originally used by the customer, unless otherwise agreed.

• If the payment was made via credit or debit card, the refund will be processed directly to that card.
• If paid by another method, the customer must provide their IBAN in the written request so that the refund can be made via bank transfer.
• Any transfer fees that may apply are borne by the customer.

The refund may be issued either as a monetary refund or in the form of a store credit.

If returned products are damaged or incomplete, the company reserves the right to claim compensation from the customer. The amount of compensation will depend on the condition of the returned goods, and the company may unilaterally offset this amount against the refund.

After 15 calendar days from receipt, the customer is deemed to have fully accepted the quality, quantity, and price of the goods received.

Terms & Conditions for Valid Returns or Exchanges

Both the return and exchange rights (including the right of withdrawal) apply only to the entire purchased product and not to parts or components of it.

Products that have been used, opened, tested, or altered in any way will not be accepted for return or exchange and will be sent back to the customer at their own expense.

Only items that meet all of the following conditions are eligible for return or exchange:

• unused and in excellent, original condition
• complete, with all original parts and accessories
• in their original, undamaged packaging
• with labels, tags, seals, and documentation intact and unaltered

Upon receiving the returned product, our team will inspect its condition to confirm eligibility. If all criteria are met, the return will be approved, and a refund of the product’s value will be issued within 15 calendar days from the date the return request was submitted.

How to Request a Return or Exchange

To initiate a return or exchange, please:

email us at info@foodoxys.gr, stating your request
include the original proof of purchase (retail receipt or invoice)
return the item using a shipping method of your choice

Please note:

All return and exchange shipping costs (domestic or international) are the responsibility of the customer.

If any of the above conditions are not met, FoodOxys reserves the right to reject the return or exchange.